Customer Experience Coach

At this bank customer experience unit in Mokopane, you'll turn call data into better service. It's the kind of job where doing the basics well every day gets you noticed.

The work is in Mokopane, Limpopo, so you'll need a reliable way to get there every day. The first two weeks are spent shadowing someone experienced.

• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Know your way around contact centre metrics

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Team performance bonus paid quarterly
• Management development programme
• Laptop and data for remote reporting days

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.